product support specialist - helpdesk CoordinatorSunfish HRA Consulting Inc.

Description
*JOB QUALIFICATIONS:
· Graduate of Bachelor of Science in Computer Science, Business Administration or any business-related course/s
· With at least 1-year of experience.
· With proven experience related to the helpdesk, technical support, and customer support services.
· Experience with ticket management and OTRS or any similar ticketing platform.
· Has knowledge in the incident and problem management.
· Interpersonal skills such as telephony skills, communication skills, active listening, and customer care.
· Possess strong working knowledge of computer systems, software, and hardware.
· Ability to diagnose and resolve technical issues.
· Amenable to work in Quezon City
*Duties and Responsibilities:
· Ticket Management: Perform run-through on all tickets twice daily (Start and End of Day).
· Monitor and respond quickly to incoming requests related to system issues.
· Monitor all status updates of reported tickets.
· Empower first-level support to resolve issues on a first-call basis.
· Perform remote troubleshooting through diagnostic techniques and pertinent questions.
· Evaluate and classify issues for escalation to the appropriate support person.
· Enforce ticket closure and resolution within given SLAs (Service Level Agreement).
· Provide customer support and assistance to customer inquiries regarding the products and services when deeming necessary.
· Perform staging, implementation, and onsite support when deeming necessary.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Knowledge: Customer service
Availability for travel: No
Availability for change of residence: No

Quezon City, National Capital Region ·  2 minutes ago